At Lilior, we value your satisfaction and want you to enjoy your purchases with confidence. We understand the challenges of online shopping and are committed to delivering excellent service to ensure your shopping experience is always a joyful one!
Order Cancellation
All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 6 hours.
Returns and Exchanges
Lilior accepts returns or exchanges for items purchased on our website within 30 days of purchase, provided the following conditions are met:
- The item is damaged, defective, or incorrect.
- The item is not the color or product you ordered.
- All original packaging is intact.
- Please note that items cannot be returned or exchanged after 30 days of purchase.
To initiate a return or exchange, please take photos or videos explaining the reason for your return and send them to support@lilior.com along with your order number. Our team will assist you based on the guidelines outlined on this page.
Disclaimer: We do not accept refund or return requests if you’ve purchased the wrong Lilior model edition (Classic/Roller Edition). Please double-check your selection before making a purchase on our website. If you have purchased the wrong bag model edition, please email our support team at support@lilior.com to change your bag model edition before it ships out. Thank you for your understanding!
Return Shipping
Customers are responsible for covering the shipping costs associated with returning their items.
For items over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item without proper tracking.
Refunds
Upon receiving and inspecting your returned item, we will send you an email confirming the receipt and status of your refund. If approved, your refund will be processed, and a credit will be automatically applied to your original method of payment.
Late or Missing Refunds
Financial institutions may require some processing time before posting a refund (typically 2-3 days). If you have not received your refund within this timeframe, please contact us at support@lilior.com to allow us to investigate the matter further.
Damaged Items
In the event of receiving a damaged or defective item, please notify us by emailing our team at support@lilior.com within 48 hours of receiving the item. Failure to report damage within this timeframe may impact our ability to honor your claim. We use timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests.
Need help?
We value your feedback, questions, and concerns. Please don’t hesitate to reach out to us at support@lilior.com. Your feedback is essential to us as we continually strive to enhance our services and products.
Thank you for choosing Lilior!